No Debit card received to date

I had an unfortunate incident on 4 January 2018 and i had to cancel current card and order a new one. How long does it take for a debit card to reach the branch where i will collect? i have not receive no notification by means of sms (past we used to receive sms) or telephone call that my card is ready at the branch i requested for it to be sent to.

I am currently transacting by transferring funds via 'imali' and i am paying for this services right? am i receiving a new card or not?